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Help & FAQs

We want shopping with Earlswood to feel easy, clear and well supported from start to finish. Below are some of the questions we are most often asked. If you need anything further, our team is always happy to help.

Orders & Payment

When do I need to pay for my order?

All items taken, collected, reserved or supplied must be paid for in full at the time of purchase unless you have an approved account with us.

Yes. All monies must be paid in full before delivery unless you have an approved account with separate agreed terms.

For certain orders or projects, a deposit may be agreed. Deposits are non-refundable unless otherwise agreed in writing.

Delivery

Where do you deliver?

We currently deliver to Cheshire, Worcestershire, Warwickshire, Staffordshire, West Midlands, Northamptonshire, Buckinghamshire, Oxfordshire, Berkshire, Wiltshire, Somerset and Gloucestershire.

We aim to deliver within 7 days. During busy periods, especially in peak gardening season, delivery may take a little longer. If so, we will keep you informed and may also place notices on the website.

Unless otherwise agreed, deliveries are made curbside. This means the driver will deliver to the nearest safe and reasonable unloading point at your address. Any placement beyond this is at the driver’s discretion and depends on access, safety and time.

Please let us know in advance about any narrow access, gates, low branches, slopes, restricted times or anything else that may affect delivery. This helps us plan properly and avoid delays.

If you are not going to be available, please tell us clearly where you would like the order left. If no one is available and we cannot contact you, we may leave it in a place we believe is safe and suitable.

Yes, where needed. Crane delivery is available for suitable orders and is charged at the relevant crane delivery rate.

Trade Accounts

Who can apply for a trade account?

Our trade accounts are available to eligible professional customers such as landscapers, professional gardeners, garden designers and landscape architects.

Trade discounts are applied to your account and shared with you through the trade portal or by your account manager.

No. We do not discuss trade discounts or account terms with anyone other than the account holder or an authorised contact linked to the account.

Garden Design & Build

What design services do you offer?

We offer a Garden Design Consultation and a Complete Garden Design & Planning service, depending on the level of support you need.

Our Garden Design Consultation is £250 and must be paid in full at the time of booking.

No. Design consultation fees are non-refundable and are not refunded against the value of products, materials or future works unless agreed in writing.

Our Complete Garden Design & Planning service starts at £2,500.

Yes. We offer design and build services, with costs depending on the size and scope of the project.

No dates can be confirmed for design and build projects until the required 50% deposit has been paid.

Yes. Shed installation is available as part of a wider garden project or as a standalone service, depending on the project.

Products & Availability

Are all items always in stock?

All products are subject to availability. If something becomes unavailable, we will contact you to discuss alternatives or revised timing.

We may be able to reserve items in certain cases, but reserved items must be paid for in line with the agreed terms.

Changes, Cancellations & Support

Can I change or cancel my order?

If you need to change or cancel an order or service, please contact us as soon as possible. Any changes or cancellations depend on the stage of the order, whether stock has been reserved or sourced, and whether time has already been allocated.

If you have any questions before ordering or booking a service, please get in touch with our team and we will be happy to help.

Still Need Help?

If your question is not covered here, please contact us and we will do our best to point you in the right direction.